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Speech Analytics Technology improves service quality by enhancing agent skills, detecting forbidden phrases, triggering quality alerts, and providing automated quality reports. Organizations can monitor First Contact Resolution (FCR), identify root causes of issues, and continuously improve quality KPIs across the contact center.
Speech Analytics increases process efficiency by reducing repeat calls, enforcing script adherence, enabling fast and accurate search, and converting calls into text with Speech-to-Text. This shortens handling time, reduces manual work, and optimizes operational workflows.
By turning every conversation into data, Speech Analytics helps improve Customer Experience (CX) through customer feedback analysis, trend discovery, churn prevention, and emotion detection. Organizations gain deeper insight into customer needs and can respond proactively to issues.
Speech Analytics supports sales performance by identifying competitive advantages, discovering sales potential, highlighting sales risks, and detecting recurring topics in customer conversations. These insights help refine sales playbooks, offers, and campaigns to close deals more effectively.
With automated detection of compliance phrases, conversation categorization, documentation, and risk alerting, Speech Analytics helps organizations enforce regulations and internal policies, reduce non-compliance, and simplify audit preparation across high-risk industries.
For public safety and emergency operations, Speech Analytics provides intelligent alerts, supports emergency workflows, reduces dispatcher workload, and helps prioritize critical calls faster — enabling faster, more coordinated responses in crisis situations.
Improving Agent Skills – AI Speech Analytics is a critical tool for modern businesses to continuously improve agent performance. The system can automatically select call samples for training, identify weaknesses, and generate personalized coaching insights. This reduces manual effort in quality monitoring, speeds up training cycles, and strengthens customer service quality in the long run.
Taboo Word Spotting – Detecting forbidden or sensitive words helps minimize reputational and cultural risks. By flagging such language early, organizations can prevent conflicts, de-escalate emotionally charged conversations, and protect both their brand image and customer trust.
Quality Alerting – Real-time detection of quality-related keywords allows supervisors to intervene immediately. Automated quality alerts highlight problematic calls so leaders can act before issues escalate, reduce repeated errors, and maintain a high standard of Customer Experience (CX).
Quality Reporting – Consistent improvement in service quality requires clear, data-driven visibility. Automated dashboards and reports categorize and visualize conversation data, making trends and root causes easier to understand. This helps organizations systematically improve processes and increase long-term customer satisfaction.
Reducing Call Volume – Identify the main reasons for repeat calls to improve First Contact Resolution (FCR), reduce Average Handling Time (AHT), and minimize transfers or callbacks. Solving the root cause in the first interaction reduces customer frustration and significantly enhances Contact Center CX.
Script Adherence – Use Speech Analytics and Call Recording to monitor 100% of conversations, not just random samples. Detect deviations from approved scripts, identify compliance gaps, and surface coaching opportunities. This helps refine scripts, improve QA, and increase conversion rates.
Efficient Search – Move beyond manual call search. Leverage Fast Search across transcripts, keywords, and metadata to retrieve the right conversations instantly. This speeds up investigations, dispute resolution, and operational analysis.
Speech-to-Text – Convert conversations into accurate transcripts for summarizing key points, documenting cases, and tracking follow-up actions. Sending a Call Transcript via email reduces miscommunication, increases transparency, and cuts down post-call workload for agents.
Customer Feedback Analytics – Listening to and analyzing customer feedback is at the heart of every successful digital business. With Speech Analytics and Call Center Analytics, organizations can filter and structure feedback from every interaction, understand pain points, and continuously improve Customer Experience (CX).
Trend Spotting – Detect emerging trends and frequently mentioned topics across conversations. These insights help organizations quickly adapt to changing customer expectations, refine marketing strategies, and improve service design in near real time.
Preventing Customer Churn – Real-time alerts on high-risk conversations allow supervisors or retention teams to step in immediately. By addressing critical moments early, organizations can restore confidence, reduce dissatisfaction, and increase loyalty — directly impacting retention and lifetime value.
Emotion Detection – AI-based emotion detection identifies cues such as anger, frustration, or urgency within conversations. This enables proactive handling of sensitive situations, better empathy from agents, and long-term strengthening of customer relationships and Customer Experience.
Competitive Advantages – In a highly competitive digital market, automated Competitive Analysis combined with Speech Analytics is a powerful way to accelerate Time-to-Market. It helps organizations understand their strengths, benchmark against competitors, and see how customers truly perceive their brand and offerings.
Sales Potential – Analyzing recurring requests, preferences, and buying signals allows organizations to discover new sales opportunities. Identifying hot topics and patterns in conversations helps design sales strategies that match real customer needs.
Sales Risks – Deep analysis of Customer Experience, especially from dissatisfied customers, highlights risks to revenue early. By identifying recurring issues and addressing them effectively, businesses can protect revenue streams and reinforce customer confidence in the brand.
Topic Detection – AI-powered topic detection reveals frequently asked questions and repetitive issues across calls. These insights can be used to build FAQ content and self-service channels, reducing call volume while improving customer satisfaction and operational efficiency.
Threat Call Alert – In a digital world full of risks, protecting the security of your organization is crucial. Real-time detection and classification of threatening calls help security and contact center teams respond quickly. Threat call alerting improves Contact Center Security and enables faster crisis response.
Improved Emergency Processes – Structured emergency management is vital. Categorizing incidents and pre-defining response plans allows agencies and organizations to react faster and more effectively. Speech Analytics supports continuous operations even under stressful conditions and major incidents.
Relief for the Dispatcher – Technologies such as Text-to-Speech and automation reduce dispatcher workload. Automated documentation, protocols, and decision support help reduce errors and speed up communication, especially during emergencies when every second counts.
Fast Prioritization – In a rapidly changing environment, using AI and Speech Analytics to prioritize calls and events is essential. The system can quickly identify high-priority cases, shorten decision time, and trigger real-time alerts for immediate action.
Compliance Phrase Spotting – Automatically detecting whether mandatory disclosures and regulatory statements are used correctly is one of the most effective ways to identify compliance risk. Spotting deviations or missing phrases early helps strengthen adherence to regulations and internal policies, while providing a clear list of non-compliant calls for review.
Auto-Categorization – Automatically categorizing calls based on their regulatory relevance and applying retention rules according to policy helps organizations manage recordings systematically and prepare for future audits with confidence.
Documentation of Consultancy Calls – Transcribing and documenting advisory or consultation calls for later approval or as legal evidence significantly reduces manual paperwork. This improves accuracy and ensures full alignment with reporting requirements and regulatory expectations.
Risk Alerting – Automatically filtering and analyzing large volumes of conversations allows organizations to detect suspicious behaviour from customers or employees. Real-time risk alerts help compliance, legal, and security teams respond quickly to potential legal or reputational threats.
Fraud Detection – Early detection of fraud-related patterns across processes minimizes fines, penalties, and financial loss. Automated conversation analytics enables organizations to identify critical details and compare them against legal and policy standards with speed and precision.
Speech Analytics is a key enabler for organizations that need to comply with regulations such as GDPR and PDPA. By analyzing conversations between customers and employees, it helps verify compliance, improve processes, and strengthen ethical standards. It also reduces the risk of personal data leakage and builds trust with customers and citizens.
In the public sector and public safety domains, Analytics is an integral part of modern infrastructure — from disaster prevention to coordinated emergency response involving multiple agencies. Our solutions support organizations in managing public safety operations efficiently and on time.
By combining Speech Analytics with Compliance and Public Safety workflows, organizations can reduce data breach risks, improve decision-making, and create a more secure and transparent environment. This not only protects sensitive information, but also strengthens citizen and customer confidence in how their data and conversations are handled.
This diagram illustrates how a voice and video recording system integrates with Microsoft Azure and Microsoft 365 through the ASC Recording Insights platform. Data is stored securely in Azure Blob Storage for fast access and long-term retention. Users can search and replay recordings via the intuitive ASC Recording Insights interface, improving supervision and analytics capabilities.
The recorder sends data to the Database Server via an Export Job. ASC then imports the data from the DB server using the CIFS/SMB protocol over TCP ports 445 and 139. All data is processed by ASC neo, the core recording system, and then seamlessly integrated into ASC Recording Insights for secure storage in Microsoft Azure Blob Storage.
With this solution, organizations can record, store, search, and replay voice and video communications effectively, supporting investigations and compliance with strict regulatory requirements. ASC Recording Insights can also integrate with existing 3rd-party recorders, not only ASC recorders, helping organizations preserve prior investments and reduce migration complexity.
Vasvox is a specialist in Speech Analytics and Voice Recording Integration, supporting enterprises in Thailand and across ASEAN. If you need a reliable solution to manage voice and video data securely and compliantly, contact Vasvox to start upgrading your communications infrastructure today.
Speech Analytics combines multiple disciplines to analyze voice data from conversations between customers and organizations. Using data engineering and intelligent tools, it transforms unstructured audio into actionable insights that strengthen compliance, Customer Experience, and business decision-making.
Automatic Speech Recognition (ASR) – Advanced Deep Learning, RNN, and LSTM models convert voice into accurate text, enabling organizations to capture every word in every conversation and unlock the full value of their call recordings.
Natural Language Processing (NLP) – Techniques such as tokenization, part-of-speech tagging, Named Entity Recognition (NER), and dependency parsing help the system understand sentence structure, meaning, and context across multiple languages, including Thai.
Sentiment & Emotion Analysis – Machine Learning models such as SVM, Naive Bayes, and Neural Networks classify conversations into positive, negative, or neutral sentiment. This allows organizations to measure customer emotions at scale and improve service quality accordingly.
Data Mining & Predictive Analytics – By mining patterns, trends, and behaviours from large datasets of conversations, organizations can forecast demand, identify at-risk customers, detect fraud signals, and support strategic planning in sales, marketing, and risk management.
Optimization & Domain-Specific Training – Continuous tuning with domain-specific data and Transfer Learning enhances accuracy for specific industries such as banking, insurance, telecom, and public services. This ensures that Speech Analytics delivers high ROI and remains closely aligned with real-world use cases.